sundance-communications.com/forum Forums TDM Business Telephone Systems Comdial Telephones & Systems Hunt group ring while busy

Our call center is set up in a hunt group. We have a DXP Plus FS 17d. We would like for the hunt group to be a distributed ring with 10 seconds (about 2 rings) per desk over 4 desks. If no one answers, the voicemail would pick up and say "thanks for holding, we'll be right with you" and then transfer back to the same hunt group or another group containing the same extensions. Currently when all 4 lines are busy, the caller still hears 8 rings before getting the voicemail message, but we would like it to only ring at the unoccupied desks. If there are no operators available, we want it to go straight to the voicemail box. If there is only one available, it would ring there twice and if no answer, go to the voicemail, etc... Can this be accomplished with distributed ring?

I would suggest you use longest idle over distributed. Connect to the system and go to program/station menu. Look at the pilot number for this group. This is where you will make any corrections in the timing sequence. If you are using PRI then other areas programming must be accessed. Building and managing hunt groups with a voicemail relationship is not for the novice!

I agree with J. There are things you can do in the voicemail to handle the call center functions also. But it will require a knoweledgable Comdial / Keyvoice tech. To try to give you instructions to set up a call center on a forum like this would be long and painful.
mark

VERY PAINFUL!!!!

You need good knowledgeand understanding of trans.txt along with the pilot numbers and timers, it still ends up being a poor man's acd. You do not stay qued up in the correct positions if you try it. keep that in mind!

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[This message has been edited by BIGDOG3c (edited December 02, 2004).]

Enhanced Customer service is what you need to look at. I have set it up a couple of times each with multiple groups and it works fairly well. The downfall is that it is all controled by the VM and it is very port intensive and can cause problems if you don't have enough ports on the VM.

Kerry

Need to be very cautious with the enhanced customer service. Comdial does not support the use of ECS on a DXP or DXP Plus, only on the FXII.